Hello, I am just an independent user on this site, in the same way as you are, which means that unfortunately I have no involvement in the billing side of things. If you need to query anything to do with billing, charges or membership, you may be able to take certain actions by going to your account on this site. Alternatively, please contact the site’s customer service team directly. You can find their contact details by following this link:
Hopefully, they will resolve any issues you have to your satisfaction.
Going back to your query, when a consumer enters into a contract for services, the Consumer Rights Act 2015 says that such services must be:
- Carried out with reasonable care and skill (to the same standard as any reasonably competent person in that trade or profession)
- Finished within a reasonable time (unless a specific time frame has been agreed)
- Provided at a reasonable cost (unless a specific price has been agreed)
If there are cost disputes, for example the trader is asking for additional money either during or at the end of the work, consumers can potentially challenge these. Ideally, it is preferable to have a written agreement in place, setting out what price was agreed and what for, so that both parties can refer to it. Assuming that does not exist, if the consumer knew that any extra work was being carried out and allowed the trader to continue, a reasonable price would need to be negotiated for it as it may not be possible to completely refuse to compensate them for it. This should, however, still prevent the trader from charging for work which was not agreed or communicated, or if the costs are clearly becoming unreasonable high when compared to the original quote or what is considered reasonable in these circumstances.
You can threaten them with a report to Trading Standards and negotiate a reduction in costs